Job DescriptionAfter Sales Service SpecialistJob Location: China-BeijingSound made by Sennheiser – For more than 80 years, we are among the world’s leading manufacturers of audio products, building the future of audio. We are proud of our finely engineered microphones and audio solutions that connect people and create remarkable sound experiences - whether in the studio, conference room, or on stage.For us, the audio industry is one of the most exciting to work in. In our global family business, you can expect not only a unique team where we trust, value and support each other, but also the opportunity to make your own significant contribution to our collective progress.Sounds good? Join us.SummaryThe responsibility of the After Sales Service Specialist is to increase customer satisfaction and retention by providing dealers, end-users and internal stakeholders with accurate, consistent and timely information related to after-sales service and repair processes.The role is taking care of service and repair cases from intake to completion, including customer communication, warranty validation, service coordination and system documentation. It supports the Technical Services team by ensuring efficient administrative processes and smooth coordination between customers, service engineers and internal departments.Working closely with the Technical Service Manager and local stakeholders, the position ensures a high-quality, consistent after-sales service experience aligned with global standards and local market requirements.Main Duties And ResponsibilitiesProvide professional and timely support to customers, dealers and partners regarding after-sales service inquiries, repair status, warranty handling and service processesEnsure all repair and service orders are accurately entered, tracked and processed through the system until completionCoordinate service cases with service engineers, including repair progress, troubleshooting follow-ups and case resolutionValidate warranty eligibility and ensure compliance with global service policies and proceduresApply pricing and service charges in accordance with company guidelines and approvalsWalk-in customers interface, observe customer demands, coordinate with information collection and system inputting, providing convenience for subsequent service processesContact customers to obtain missing information and ensure smooth service case processingHandle customer complaints and service-related issues with professionalism and in coordination with technical teamsSupport coordination of spare parts, logistics and repair workflows within the service functionMaintain accurate and organised customer and service records in relevant systemsSupport continuous improvement of service processes and contribute to achieving relevant KPI targetsRemain up to date on product knowledge, service processes and system toolsOther ResponsibilitiesEnsure professional and consistent customer communication across all touchpointsSupport resolution of complex or escalated service cases together with the Technical Service ManagerAssist with onboarding and support of new team members where requiredEnsure compliance with company policies, service standards and operational proceduresContribute to a positive team environment and collaborative working cultureEnsure compliance with company policies and uphold ethical standards during all interactions.This is an in-office position 5 days a weekDirect Reporting PositionsNoneInterfacesExternally:End customers, dealers, service partnersInternallyTechnical Service Team (Service Engineers, Technical Support)Supply Chain / LogisticsSales TeamsGlobal Technical Service / Central Technical ServiceCountry ManagerFinance / Accounts ReceivableITWhat You Can Expect From Us Inspiring Work Environment: Become a part of our international family business, where a modern and dynamic work atmosphere awaits you. At Sennheiser, people and their mindset are at the heart of everything we do - they are our most valuable asset. Flexible Working Models: We offer flexible working hours and mobile work options to help you balance your professional and personal life. Attractive Contract Benefits: Enjoy a collective agreement that includes holiday and Christmas bonuses, the choice between a 35-hour or 40-hour workweek, and a company pension plan to support your future. Childcare Support: Our on-site daycare center “Ohrwürmchen” ensures your little ones are well cared for while you focus on your work. Diverse Perks: Employee discounts, subsidized healthy meals in our cafeteria, Hansefit, workation opportunities, and bike leasing through JobRad are just a few of the many great benefits we have in store for you. International Collaboration: Look forward to working in a global team collaboration and contributing to exciting projects that shape the future of audio.The audio world is diverse — from concerts and lecture halls to streaming platforms, meeting spaces, and studio recordings. So are we at Sennheiser. We welcome applicants from all backgrounds, regardless of gender identity, national origin, sexual orientation, ethnicity, religion, disability, or age.Do you want to join the team? Apply now.Please only use our online application form for applications.Further InformationRecruiter: Yan JiaLegal Entity: Sennheiser electronics (Beijing) Co. Ltd.

Essential Skills And RequirementsStrong PC Skills in MS Office , JD Edwards (preferred)Strong customer service attitude; able to handle difficult customers with diplomacy and tactExcellent communication (oral and written) skills, and excellent phone skillsAbility to actively listenAbility to resolve customer concernsFluent in local language (e.g. Mandarin / Korean) and business-level EnglishExcellent interpersonal skillsStrong, accurate data entry skillsGood organizational skills with excellent follow-throughGood problem-solving skillsAble to quickly learn company systems and toolsAble to interpret and apply department policies and procedures and applicable laws, rules, and regulationsStrong on Relationship Building by recognizing cultural differencesAttention to detail, self-directed, self-starter, problem solverAble to work independently and with a team and to promote a positive work atmosphereAble to meet deadlines & balance multiple projects in a fast-paced environmentStrong analytical and troubleshooting skillsCompetenciesExperience with Pro Audio or music industry preferredAbility to anticipate and meet customer needs while delivering exceptional service.Builds rapport and trust with diverse customers in a face-to-face setting.Skilled in handling difficult conversations with diplomacy and professionalism.Willingly accepts direction to adapt role to organization or team changesIs quick to recognize situations where change is needed and takes steps to implement changeSupports organizational change (e.g., asks questions, abandons past ways of doing things, etc.)Builds trust with others by acting in a way that is consistent with group/organizational expectationsWillingly accepts assignments that will expand his/her capabilitiesSeeks opportunities to learn from others who have more experience and tenure in the organizationEffectively works with others who have different perspectives, backgrounds and/or stylesActively seeks additional experience and knowledge in technical/ functional areas to gain expertise beyond current assignmentsAble to organize and manage highly-detailed processes effectivelyExcellent organizational skills as well as oral and written communication skillsResults focused by aiming for and exceeding performance targets and goals to drive personal accountabilityPositive demeanor throughout all communication.Education/ExperienceHigh School Degree – 2 - 4 year university degree preferred;1-3 years previous customer service experience